Product Support Associate

Summary

Join OpenSesame's growing Product Support team as a Customer Support professional, providing exceptional customer experiences. You will respond to customer inquiries via email, chat, and phone, collaborating with cross-functional teams to resolve issues and improve the customer experience. Leverage AI-enhanced support tools to streamline workflows and deliver faster service. This remote-first role, based in Asia, requires fluency in English and a proactive, customer-first mindset. The position involves handling a queue of support tickets, conducting product testing, and participating in cross-functional meetings. You will build deep familiarity with OpenSesame's product suite and handle phone support, escalating complex issues effectively.

Requirements

• Experience with AI-powered support tools—such as bots, macros, or suggested replies
• Strong written communication skills
• Proactive mindset
• Technical troubleshooting skills
• Fluency in English
• Ability to work a weekend on-call support shift once roughly every 8 weeks (if needed)

Responsibilities

• Begin providing support to customers via chat and email, helping troubleshoot technical issues related to OpenSesame’s learning platform
• Complete onboarding through 1:1 training, internal documentation, and eLearning courses to build foundational product knowledge
• Learn how to ask effective questions, document issues clearly, and escalate cases appropriately when they exceed your current expertise
• Apply your prior experience with AI-powered support tools—such as bots, macros, or suggested replies—to begin enhancing response quality and efficiency within our support workflows
• Demonstrate strong written communication skills and a proactive mindset, actively seeking out answers and filling knowledge gaps as they arise
• Independently manage a queue of 45+ support tickets, applying technical troubleshooting skills to resolve a wide range of product and course-related issues
• Conduct product and course testing, coordinating with course publishers to diagnose and resolve problems
• Participate in cross-functional meetings with teams like Product, Sales, and Curation to ensure customer needs are addressed collaboratively
• Continue leveraging your knowledge of AI-driven support tools to streamline workflows, reduce resolution time, and deliver consistent customer experiences
• Build confidence in navigating nuanced technical conversations, maintaining a clear and customer-centric tone
• Develop deep familiarity with the full OpenSesame product suite, including common use cases and customer challenges
• Begin handling phone-based support and recognize when a real-time conversation can help clarify or expedite case resolution
• Identify high-impact or complex issues, escalate effectively, and collaborate with the broader team to ensure resolution while keeping customers informed
• Demonstrate the ability to balance independent problem-solving with collaborative teamwork, knowing when to move forward and when to seek input
• Respond to internal support questions from colleagues via Slack, contributing to a responsive and helpful support culture
• Navigate all Product Support processes with ease, guiding other departments on how and when to engage the support team
• Confidently resolve the most frequently encountered issues and understand how to escalate edge cases to the appropriate team members
• Serve as a knowledgeable, thoughtful, and empathetic support representative—valued by customers and internal teams alike for your clarity, consistency, and problem-solving mindset
• Respond to customer inquiries via email, chat, and phone
• Collaborate with cross-functional teams to resolve issues and continuously improve the customer experience
• Leverage AI-enhanced support tools—like Zendesk AI, macros, and automation features—to streamline workflows, surface insights, and deliver faster, more consistent service

Benefits

• Competitive and fair compensation based on skills, experience, and performance
• Remote-first role, open to candidates based in Asia